Technical Support 3

We are looking for talented people who are passionate about transforming Detroit Public Schools Community District (DPSCD) and making a significant difference in the lives of public school students parents principals teachers and central office employees. Expertise and experience working in an urban public school district is a plus.

Minimum of three (3) years of desktop/computer support experience

A Certification preferred

Prior experience with VoIP audiovisual equipment setup and operation preferred

Proven technical ability to troubleshoot and perform routine maintenance on computers and peripheral equipment including Windows MacOS and iOS systems

Proficiency with Microsoft Office 365/Suite products such as Word Excel PowerPoint Outlook Teams and SharePoint

Good communication skills interpersonal written and verbal

Ability to manage multiple priorities and meet deadlines in a challenging work environment

Ability to communicate technical information to teachers students staff and community stakeholders in a clear and concise manner

Knowledge of ITIL Foundations a plus

Ability to perform physical tasks such as lifting and moving up to 50 pounds

Must have reliable transportation for frequent travel between schools and central office

Essential Functions

.1. Provide comprehensive wraparound technical services for hardware and software supported by the Districts technology.

2. Demonstrate professionalism courtesy and empathy through customer service while working with all stakeholders exemplifying and modeling the core values of the District.

3. Identify diagnose troubleshoot and resolve technical issues for desktops laptops and tablets to increase reliability and access to equipment.

4. Provide setup service and maintenance of audio/video technology; including but not limited to microphones digital projectors classroom audio interactive whiteboards video distribution equipment and other educational technology.

5. Assist with new technology deployment and the asset inventory recovery and recycling process.

6. Assist with multifunction device deployment and installation ensuring equipment is connected to the network and all users are able to access and print to appropriate multifunction devices.

7. Provide handson demonstrations of District hardware and software solutions to support endusers.

8. Collaborate with other teams to ensure coordination and timely completion of projects/tasks assist with special projects and resolve escalated incidents or service requests.

9. Provide technical support for district events such as board meetings community workshops or expos including periodic weekend and evening events.

10. Leverage the Districts IT service management (ITSM) platform to manage and prioritize service requests and projects document details of diagnoses recommendations and resolutions for work completed request appropriate escalation and communication